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Comment by bberenberg | Hacker News Reader

Who responds to customer issues on Fridays?

Great question. The sad fact of the 4 day work week is that the rest of the world doesn't do it, so external support is a challenge. Right now, my co-founder and I try to do any external customer _meetings_ that have to take place on a friday. But for support we have an on-call rotation (like we do for engineering), and that does cover fridays. So, the support on-call person handles friday support requests.

do they take a different day off in the week or do they have an occasional 5 day work week?

Not a comment out of the side of my mouth, I am legit curious. at any rate, an occasional 5 day week is better than an occasional 6 day week

It's oncall, like any engineering on-call rotation, so there's an SLA for responding to support requests; currently our oncall is 6am-6pm Pacific time (weekdays). So, it's as much as work day as any on-call rotation is.

The same people who respond on Saturdays presumably?

There is usually a decent difference in support volume between a customer weekday and a customer weekend. I would like to understand how they are thinking about this. It's especially perplexing since their site has no support info that I could find, so maybe they take the Google approach of not providing support.

We have a chat box that pops up for all support, and offer support@bit.io. Both get routed to our Intercom instance, and both generate opsgenie alerts for some cases. We do an on-call rotation for answering the support requests.

We don't _yet_ do support on-call on the weekends.

He didn't say that everyone works the same 4 days.

He did say that

At Lockheed when I worked there, everyone worked M-Th. Friday was the one flex day that was in play depending on which working arrangements an employee chose.

>work monday-thursday, all remote.

He did, but he mentioned later there was on-call. So it's a 4 day facade, similar to unlimited vacation.

I wouldn't call it a "facade". It's 4-day weeks where in some weeks you have to be on call on Friday. If there's enough people that means being on call every month or two.

As long as they're up front with us when hiring it seems fine to me. If you don't want to be on call, that's something you need to factor into your job search. I've always factored it in for my searches!

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